53 réponses à ce sujet

[DeathTwin]

Devs;

 

Please, forgive my "troll-like" itemized list below.  Read the conversation beneath it and you should get EXACTLY where I am coming from and understand the unquestionable NEED for said list; thank you.

 

Alright Devs, or some Dragon Age Inquisition employee out there, please read the below conversation and explain to me:

1. How it makes any sense what-so-ever
2. Where you find these customer service reps at
3. How it is even remotely possible this particular rep is able to tie his own shoes and overall in general, care for himself on a daily basis let alone get hired by your company to perform the job he does

 

[Chat starts here. Please do not feel bad about audibly expressing the level of hilarity created by this conversation]

 

 

General Info

Chat start time  Jun 30, 2015 11:13:01 PM EST Chat end time  Jun 30, 2015 11:43:16 PM EST Duration (actual chatting time)  00:30:15 Operator  Ritesh

 

Chat Transcript

info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Ritesh.
Ritesh: Thanks for contacting EA Customer Experience, my name is Ritesh. How may I assist you today?
you: Good Evening Ritesh
you: How are you this evening?
Ritesh: Good Evening.
Ritesh: I am fine thank you.
Ritesh: How you doing?
you: Doing OK, not bad
you: Alright, down to business here
you: What is the deal with your servers right now? There are no known issues listed but problems occurring all day.
Ritesh: May I know the issue please so I can fine the resolution for this.
you: No connection, cannot connect to session, connection to session lost, cannot connect to servers, host migration failed, no XP gained after multiplayer mission, no gold gained after multiplayer mission
you: http://answers.ea.co...617262#U4617262
you: There is a forum post from other users about this issue
Ritesh: I do apologize for the inconvenience.
you: Also need to know when this whole "Host Migration" stage reset, reload map issue is going to be resolved. It's been over a month now and I haven't heard a peep or seen a single word released by EA on acknowledging the issue or troubleshooting it
Ritesh: Could you please provide me error message?
Ritesh: So I can provide our specialist team to check this issue.
you: No connection, cannot connect to session, connection to session lost, cannot connect to servers, host migration failed
Ritesh: Thank you.
Ritesh: May I know your gamer tag?
you: OH, and "Host Migration in Progress"
you: (Removed GamerTag)
Ritesh: Thank you.
you: Also, without errors being displayed, you finish a level but no XP or gold is credited to your account. That is the link I provided for you above
Ritesh: Did you follow any troubleshoot steps to try to fix this issue?
you: It's not on my end
Ritesh: Okay.
you: 110 BAJILLION % positive
you: These issues have been happening to everyone for about a month now. Im just THAT guy trying to get it fixed
you: the XP and gold issue is new as of today though
Ritesh: Please allow me minute I am going to transfer your chat to out technical support team.
you: For example, we will finish stage 5 of 5, however, instead of going to end match screen, it will just let your entire team run around the map for about 2 or 3 minutes, then boot you to a loading screen with those playing cards, it will say "Host Migration In Progress" one person will get host migration failed, the rest of us will get reset back to the start of stage 5 of 5 and have to complete it again.
you: OK
Ritesh: Please bare with me, I am discussing your issue with specialist team, I am going to transfer your chat.
you: OK
Ritesh: I am going not to transfer your chat***
you: not?
you: LOL
Ritesh: Sorry for mistype.
you: no worries
Ritesh: please hold for couple of minutes.
you: yup
Ritesh: Thank you for waiting.
you: yea
Ritesh: I have discussed your case with specialist team they have checked and inform that's how it works. The server is configuring to the new host as well as the others, and then that stage is restarted.
you: Relay to your specialists to relay to the Architecture and Code teams "That is stupid". I have NEVER seen a game do that....EVER.
you: Second, what about the other errors and issues everyone is currently experiencing?
Ritesh: They have checked those issue and concern team is working in this issue.
Ritesh: Hopefully they will fix this issue at the earliest.
you: Can you guys please update your forums, known issues, etc.?
you: That's what those are there for
Ritesh: You will see the post on forum once issue will fix.
you: Why would you post a known issue AFTER you fix it?
Ritesh: I will inform our concern team to post on forum regarding this issue so player know about this.
you: The point of "Known Issues" is to let the community know that there is an issue, it has been identified, and you are working to fix it, as well as an ETA for resolution if available
Ritesh: I do not have Estimated Time Frame available.
Ritesh: Also I have some troubleshoot steps if you want I will send you via email please follow and try the game.
you: Really? If your company has identified the issue on their end, why would I do troubleshooting on my end?
you: What sense does this make?
Ritesh: I am requesting you to follow some connection based troubleshoot steps.
you: "Hey buddy, your roof just blew off your house." Yeah I know, please go to china, find a random person, and make sure their roof is still in tact and was not the cause of my roof issue.
Ritesh: which will clear some utility files.
you: why
you: what are you trying to fix?
Ritesh: I am trying to fix the connectivity issue you are facing in Multiplayer in the other end.  and for other issues dev team is working in this hopefully this issue will fix soon.
you: If you break your foot right now, would you turn to the guy sitting next to you and tell him to go to the doctor and make sure his foot isn't broken?
Ritesh: I can understand your frustration regarding this issue, If you do not want to follow, not an issue, please wait for sometime hopefully these issues will fix soon.
you: As hilarious as this conversation and your logic are right now, I don't have the time to sit here and try to explain it to you.
you: Thanks for your time and assistance, have a great evening Ritesh.
info: Your chat transcript will be sent to patricklevengood@yahoo.com at the end of your chat session.
Ritesh: I can understand your issue.
you: LOL, no you don't...not at all....not even the slightest
Ritesh: But I just want to you follow those steps to take a chance, might be possible those troubleshoot steps will help you to fix the issue.
Ritesh: Is there anything else I can do for you today?
you: how would me clearing persistent data, clearing alt MAC addresses, rebooting, power disconnect everything, clean everything, uninstall reinstall, etc. etc. fix an issue that your devs identified on YOUR end and are working on fixing?
you: never mind, don't answer that
you: Thank you for your time 
you: have a great evening
Ritesh: Thank you for contacting EA. I appreciate your time. Have a great day.

 

[Saphiron123]

Well in Ritesh's defense, he probably lives in a small town without running water in the northern rural provinces of India.

Why don't you represent East Indian people bioware? I demand a pansexual two spirit East Indian man in the next dragon age game!

[TheOgre]

I'm convinced they and other "tech support" hired branches at AAA titles only have eyes and hands as a requirement for the position. I can understand the frustration when dealing with EA troubleshooting team in particular

@saphiron I liked because the mental image was awkward

[lynroy]

As someone who actually worked in customer service, I can't help but think you were the ass in this situation. :/

[GGGenesis]

I also worked in customer service...it sucked ballz. I completely understand the frustration but a lot of the time you are stuck with a script. I worked on electronics and had to give some of the stupidest advice. Like "Have you tried powering it on and off? Have you done that with your laptop plugged into charge as well?" and I already know the HDD is busted since the person is experiencing a BIOS error but I can't issue a warranty or close the case until I go through the script. It's frustrating for both parties. Especially when you have your manager breathing down your neck telling you what to say and they don't necessarily know anything.
I also understand what it's like getting complaints from stuff you know nothing about. I die when I get iphone related calls because the scripts for them are awful and designed to be lengthy and nonsensical to avoid warranty claims. Just...EUGH.

[Kantr]

EA support aren't tech support. They're more there to do with account stuff. That's why instead they have a forum where other users try to provide it instead.

 

Besides if you have a complaint about support, Bioware can't do anything. Post on EA's forum

[DeathTwin]

LOL funny cuz I posted on EA and they gave me the link to go here.

[TheOgre]

I also worked in customer service...it sucked ballz. I completely understand the frustration but a lot of the time you are stuck with a script. I worked on electronics and had to give some of the stupidest advice. Like "Have you tried powering it on and off? Have you done that with your laptop plugged into charge as well?" and I already know the HDD is busted since the person is experiencing a BIOS error but I can't issue a warranty or close the case until I go through the script. It's frustrating for both parties. Especially when you have your manager breathing down your neck telling you what to say and they don't necessarily know anything.
I also understand what it's like getting complaints from stuff you know nothing about. I die when I get iphone related calls because the scripts for them are awful and designed to be lengthy and nonsensical to avoid warranty claims. Just...EUGH.

 

So in Customer Service you really can't deviate from a preset defined list?

[GGGenesis]

So in Customer Service you really can't deviate from a preset defined list?

Not unless you want to risk losing your job. Warranty claims are lengthy and complicated. Most places you have a set time to go through calls, mine was 6-8 minutes maximum per call. It's easier to go through a 5 minute script than go through a 10minute+ warranty claim. You also can't do a claim without going through the script so that gives you like 3 minutes to do a claim. For non-warranty/refund enquiries, the times are much shorter so the scripts are stricter and less helpful. Obviously if you knew about the product you can deviate from the script, it's there to help you help the caller, but like I could not help people calling about their Apple products since I know 0 about IOS and had to depend on a subpar script. Ask me about windows PCs and I won't need a script, but will have to go through it anyway. If you've ever been cut off or asked a question that you just answered or asked a questio that is a little off topic with what you just said, I can guarantee that person is timed and is glued to a script. These scripts exist so customer service reps don't go over their time limit, but still (kind of) help. It really sucks, but I quit my job because my manager kept hassling me about me going over the limit by (on average) 45 seconds...yes, seconds. They can fire you for going over the limit by less than a minute. They see spreadsheets and data and tell us what to do, but they don't actually know what goes on and don't ask us how we can improve our customer service and make it more efficient. They think scripts solve it all and if we can't stick to it they will find an ESL migrant to do it because they can't do anything but stick to a script.

[BraveVesperia]

Is it really necessary to make a thread to a have a go at some random guy in a low-paid job? Do you think he writes the scripts or the approved process on how to deal with customers?

 

Tbh, I'm not surprised he tried to take you through troubleshooting at your end, since customers can be that stupid. 

Customer: "You sold me a faulty computer! There isn't any picture on the screen!"

*10mins later*

Rep: "That's because you only bought a monitor, sir. You need to buy the rest of the computer for it to work."

[GGGenesis]

Is it really necessary to make a thread to a have a go at some random guy in a low-paid job? Do you think he writes the scripts or the approved process on how to deal with customers?
 
Tbh, I'm not surprised he tried to take you through troubleshooting at your end, since customers can be that stupid. 
Customer: "You sold me a faulty computer! There isn't any picture on the screen!"
*10mins later*
Rep: "That's because you only bought a monitor, sir. You need to buy the rest of the computer for it to work."

So true. I strongly recommend the blog 'clients from hell', it thoroughly describes 80% of my customer service calls...I had a customer who said his phone is black screening and demanded he speak with my manager because my advice was 'condescending'. It turned out that he removed all of his widgets and apps from the home screen so he just had his black background...

[McVexy]

So true. I strongly recommend the blog 'clients from hell', it thoroughly describes 80% of my customer service calls...I had a customer who said his phone is black screening and demanded he speak with my manager because my advice was 'condescending'. It turned out that he removed all of his widgets and apps from the home screen so he just had his black background...

 

If there's one thing working in any kind of Customer Service/Technical Support role teaches you, it's that the general public are painfully stupid and have extremely fragile egos.

[GGGenesis]

If there's one thing working in any kind of Customer Service/Technical Support role teaches you, it's that the general public are painfully stupid and have extremely fragile egos.

Truer words have never been spoken. That and the fact you will never be paid enough to be dealing with this much BS every day.

[Shechinah]

So true. I strongly recommend the blog 'clients from hell', it thoroughly describes 80% of my customer service calls...I had a customer who said his phone is black screening and demanded he speak with my manager because my advice was 'condescending'. It turned out that he removed all of his widgets and apps from the home screen so he just had his black background...

I can strongly recommend the Notalwaysright and Notalwaysworking blogs as well.  
 

[DeathTwin]

Is it really necessary to make a thread to a have a go at some random guy in a low-paid job? Do you think he writes the scripts or the approved process on how to deal with customers?

 

Tbh, I'm not surprised he tried to take you through troubleshooting at your end, since customers can be that stupid. 

Customer: "You sold me a faulty computer! There isn't any picture on the screen!"

*10mins later*

Rep: "That's because you only bought a monitor, sir. You need to buy the rest of the computer for it to work."

 

It's not about going after THAT one single guy.  It's about being fed up with all the issues with EA Servers and literally having nowhere to go for help.  It's about me having about 20 tickets open for issues and not a single one of them having a resolution that actually solves the problem. It's about me being told on about half of those tickets that the "Specialist" team would be contacting me within 48 hours and MONTHS later, I'm still sitting here waiting to hear from them.

 

It's about customer service telling me to spend $10 to change my GammerTag because it will fix the problems I am having; but when I tell them that makes no sense to me and to please explain to me how exactly my gammertag is affecting the game and what they are expecting to fix by me changing my name, and getting no answer, just being told "Just do it, its part of the troubleshooting".  If I actually followed those instructions I'd be out about $100 for no reason at all.  

 

It's about me having to seriously sit down and take the time to research and verify contact information.  Then spend hours typing up issues in e-mail, then sending said e-mail to the EA executives directly just to get some actual troubleshooting steps accomplished on a problem.  I had more legitimate customer support and troubleshooting in 20 minutes from the unbelievably kind and engaged Executive Customer Relations employee than I have with all the EA customer support conversations combined.  Do you understand how sad that is?

[TheOgre]

I've had issues with EA suppose so im not as hard on the op as I should be. Your right he has a bad job and the script was probably what he had to go on. He probably was on a fixed timer as well. I don't think many of you would have posted about your frustrating experiences either before I say the next part. I wouldn't be surprised if someone wanted to vent about being told to go to B and then get redirected back to A.. It would frustrate me because that's what did happen to me.

[GGGenesis]

Not going hard on OP or anything, customer service reps have their hands tied and believe me, they hate it. No one enjoys working in customer support. Our bosses and their stupid ideas set us up like a firing squad with bad advice as our only shield. If companies cared they'd work on improving customer support and for as long as they don't they deserve being told support sucks. I've given terrible advice but I can't tell my manager how dumb it is that a waterproof phone with water damage can't get warranty claimed unless that person tries to charge their phone although it says explicitly to never do this to a water damaged phone. Now if a customer complained to management about that then it may be considered and we will probably have better scripts that make sense. They will maybe listen to customers but they do get trigger happy around intelligent employees.

If the scripted advice is really bad, ask to speak to a manager.

[DanniloSan]

Well that was lfunny,when it isn't happening to you...!

I do agree that Bioware need to be more present in the foruns.

[Panda]

LOL funny cuz I posted on EA and they gave me the link to go here.

 

Here on forums? Bioware persons barely are here nor fix any problems here. Best you can get here is advices from other players.. what won't help you since the problem aren't on your end. It's quite impossible to get Bioware acknowledging any problems, have tried that half year with PS3 version of the game without any answer or fixes to SP nor MP.

[DeathTwin]

Yeah, EA Online Chat Support can never fix any issues for me so my conversations almost always end with me asking how to get in touch with level 2 support, they respond there is no level 2 support.  Then I ask how I am supposed to get my issue solved, they respond about how their "specialist" will call me within 48 hours (which has not actually happened a single time yet) then they follow that up with "Go to our answer HQ forum and post your issue there, the devs will see it and they may even help you fix the issue."  then I say "Really?  Your level 2 support is to go to your forum, post my problem, hope the devs log on, hope the devs see my issue, then HOPE that they decide to reply to it? then they say "Yes" yada yada yada.

 

So, finally after about 20 straight unresolved tickets, I decided to give it a whirl....twice.  Community gave me a link to this forum and told me devs dont attend the answer HQ forum and that they come here....both times.

[DeathTwin]

Let me be fair here guys.  I was once in phone support and I HATED it.  I completely understand.  Usually I am EXTREMELY  nice. With Microsoft, I make those guys laugh, brighten up their days, and treat them like they are the most important people on the planet.

 

It's these EA support guys....well I guess it's EA in general.  There is literally NO help, none, zero.  You've got multiple forums, links that tie the two together, constant bad information and lies, nothing ever gets fixed, you never get a straight answer on anything, and for goodness sake, would it kill EA to teach their techs what they're doing and why?  I mean, if you're going to be troubleshooting and diving into settings and buried options and telling me to pay to change my name, etc.  You should at least be able to tell me why I am doing it and what the expectations are.  When I ask "What is an alternate MAC Address and what does it do? do I have multiple WIFI cards in this thing or something?"  Your response should not be "Just please do it."

 

We are talking about a $500-$600 piece of high tech equipment here, it's not crackerjack prize.  You BETTER know what you're doing and be able to explain it to me so I feel comfortable.  Every time EA tells me to do something now, I go to Microsoft customer support and double chat window with the two just to make sure EA isn't going to break anything.  I mean seriously, if you can't tell me what you're doing and why you're doing it; why on Earth would I trust what your saying and not worry about my console breaking?

[PlasmaCheese]

Was Ritesh really their handle? I think you should erase that, tbh. Put _______ or EAJERK or whatever, but not what s/he goes by.

[Captain Wiseass]

It's his name, not his handle.

[Xetykins]

I guess I'm the lucky one here. The one and only time I contacted EA support was solved decisively and really fast over a chat window. Granted, it was not the kind of technical issues a lot of people here are experiencing. And she was very patient with me as well because I'm really technically blonde, and half of what she asked me to do just went over my head :/ So I appreciated her god-like patience a lot. I think her chat name was Christine or something.

[BSpud]

You act like your customer service rep was Paul "I wwebsite as on the internet" Christoforo.